SPW Technical Service RepresentativeAt Percepta, we bring first-class service across each market we support. As a Technical Service Representative II in Melbourne Florida, you'll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.What You'll Be Doing:Ability to analyze repair shop claim information to determine claim coverageAbility to speak confidently about the prior approval processAbility to utilize web based technical service information to complete the claim adjudication processExcellent negotiation skills and consultative approachEstablish rapport and portray a knowledgeable and courteous impression to the callerExcellent interpersonal skills in a team environmentCommunicate and articulate in an effective manner both verbally and writtenStrong working knowledge of the Internet, computers, and software (MS Office products, Teams, Edge, etc.)Flexibility and adaptability in a fast-paced environmentAbility to exercise independent judgment and decision makingReasoning ability and logical thinkingWhat You Bring to the Role:High School Diploma or equivalentMinimum 2-3 year of customer service experience - preferredMinimum 1-year recent experience as an automotive technician in a powertrain or body/chassis/electrical diagnostic and repair role or equivalent training - requiredWhat You Can Expect:Hourly rate of 19.00Health/Dental/Vision/Life InsuranceFlexible Spending Account (FSA) and Health Savings Account (HSA)401(k)Vacation/Sick Time and Paid HolidaysTuition ReimbursementEmployee Assistance ProgramEmployee Discount ProgramTraining and Development Programs (Percepta College)Employee Rewards Program (Perci Perks)A Bit More About Your Role:Receive inbound contacts from F/L dealerships regarding claim coverage and provides claims adjudication per contact handling processesThrough use of technology and scripts listens to the callers' requests, and provides appropriate levels of authorization in an efficient professional mannerVerify cause of failure is covered under program terms through the use of probing questionsIdentify when a requested repair is covered under another warranty, service contract, improper previous repair or pre-existing conditionAsk probing questions to obtain all pertinent claim informationUtilize web based automotive technical information to verify repair procedures, labor time allowances and part pricing is consistent with recommended repairsRequest additional information from the repair facility (digital photos, technical escalation) when automotive knowledge indicates the recommended repair may not be coveredCommunicate professional, grammatically correct verbal responses to customer concerns and inquiriesProperly log all customer contacts into appropriate contact system, to allow for an accurate historical view of a customer's contacts with the CRCIdentify and relay areas for improvement within the program and the CRC to the team leaderEscalate, as appropriate, identified customer inquiries and concernsMeet or exceed all program specific performance metricsContinuously improve call handling skills, systems knowledge, and communications skills, thus, enhancing customer satisfaction and service level resultsSupport and sustain a positive work environment that fosters team performance through own work and behaviorBe receptive to performance feedback and work on improving own skillsHelp identify and resolve conflicts with sensitivity and tactWork on activities and/or projects as requested by Team Leader/ManagementHours of Program Operation: Monday - Friday 8:00 am - 8:00 pm ESTAbout Percepta:Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.
Our values are the heartbeat of our organization, and we live, breathe, and play by them daily.Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams.
Automotive Technical Service Representative in melbourne at Unknown Company
This position is listed as contract and onsite.